Sr. Customer Service Executive - Amazon Development Centre Private Limited - Hyderabad, Telangana
(2024-06)
Working for CAP (Concession Abuse Prevention) Process- it is a department which deals with Concession Abusers like people who frequently takes refunds and replacements. Retail team handles the call if they are not able handle them then those contacts will transfer to our CAP and we need to resolve their issues as per the process in various modes like Calls, Chats and Email's.
- Problem resolution and escalation management responsible for resolving advanced or escalated customer issues, including those related to Amazon Brand, data regulations, or privacy. This involves investigating the root cause of problems, potentially initiating technical investigations, and communicating directly with customers to gather information and close cases. Supporting leadership with day-to-day inquiries and prepare responses.
- Communication and collaboration effectively communicating with internal teams, sharing customer feedback and trends, and collaborate across departments to resolve issues and improve processes. and adjusting communication style for different audiences, including customers and senior leaders.
- Process improvement and documentation Responsibilities include managing and implementing process improvement initiatives. Creating and documenting new processes and maintaining accurate records of customer interactions.
- Product knowledge and expertise - They stay informed about Amazon's products, services, and policies to assist customers effectively. This includes educating customers on product features.
- Data analysis conducting data queries and general data analytics related to team escalations.
- challenging customer issues, facilitates communication between customers and internal teams, drives process improvements, and possesses in-depth knowledge of Amazon's offerings. They play a vital role in upholding Amazon's focus on customer satisfaction.
Senior AR Analyst - R1RCM Global Pvt.ltd - Hyderabad, Telangana
(2022-12 - 2024-05)
- Managing accounts receivable processes Invoicing: Generating and sending out accurate invoices to customers for goods and services rendered.
- Tracking and Monitoring: Regularly monitoring customer accounts to track payment behavior and identify overdue accounts.
- Collection Efforts: Initiating contact and pursuing collections on past due receivables through phone calls, emails, or letters.
- Payment Application: Processing customer payments, including cash adjustments, deductions, and applying receipts to the correct invoices and customer accounts.
- Account Reconciliation: Performing regular account reconciliations to ensure accuracy and resolve any discrepancies between customer accounts and the general ledger.
- Analysis and reporting Aging Reports: Preparing and analyzing accounts receivable aging reports to identify trends and potential collection issues.
- Performance Analysis: Performing analytical and ratio analyses relevant to AR to assess the effectiveness of collection efforts.
- Insights and Reporting: Providing insights into revenue patterns, customer behaviors, and potential liquidity challenges to support strategic financial planning.
- Reporting to Management: Providing management with weekly status updates on receivables and overdue accounts, and other reports as requested.
- Resolving Disputes: Investigating and resolving customer queries and disputes related to billing discrepancies and payments.
- Communication: Effectively communicating with customers, sales, operations, and other relevant departments to resolve issues and improve processes.
- Maintaining Records: Maintaining accurate and up-to-date customer accounts receivable records, including customer database information.
- Data Accuracy and Security: Ensuring the accuracy of customer data and safeguarding accounts receivable data.
- Compliance: Reviewing AR aging to ensure compliance with company policies and financial regulations.
Customer Service Executive - Operations - Stanplus Technologies Pvt Ltd - Hyderabad, Telangana
(2021-05 - 2022-10)
- Handling Emergency Ambulance Related Calls All over India by Providing effective and timely resolution for all voice interactions related to medical transportation & Ambulance Bookings To Hospital in Emergency crisis And Dispatching the Nearby Ambulance from the Patient Location.
- Resolving service requests related to the ambulance and other medical service for Hospital Related Calls (Appointments, Covid-19 queries, Doctor's availability etc.) All over India by Providing medical assistance (Oxygen Concentrators, Suggestions from Doctors through Doctor on Call) for Corporate Companies Like Capgemini, Facebook, Amazon, Accenture and Many more MNC's.
- Documenting every incident and doing follow up till closure to ensure tracking of Ambulance or Medical Care inquiries while Identifying Customer's needs, clarifying information, researching each issue, and providing solutions.
